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Customer Experience Insights

Be intentional about the culture you desire

Organisations can let their cultures emerge and drift or they can be very intentional and deliberate about how they form and shape them. In a low growth economy it's ...

What comes first: employees, customers or profit?

Fortunately most experienced executives know that profit is a by-product of getting lots of other things right.

New research: Gender-biased hiring decisions

While many organisations are taking positive steps towards increasing gender diversity, there is a clear need to ensure that diversity initiatives are targeted and ...

One portal – five customer satisfaction measures

Collecting immediate customer interaction data is a major challenge for large service-based organisations such as councils, utilities and health funds. Many of our ...

Having the heart to make it

Client profile: Mr Alok Mishra, Vice President Asia Pacific - Strategic Business Systems, Johnson & Johnson Medical, Asia Pacific

Not just a customer survey

A  customer survey is a great opportunity to get closer to your customers. Not only do you get feedback, it's an excuse to get in touch with them on more than one ...

City of Kingston – the top performing council

City of Kingston has embarked on a journey of continuous improvement to become Insync Surveys' number one performing council in Australia. What does Kingston do ...

Why customers shouldn’t be number one

It's a common saying among organisations that the customer is always number one. Others emphasise the point by saying that the customer should be number one, two and ...

The importance of customer surveys

We all know the importance of satisfying customers, but few businesses actually check whether they're doing just that. There's no way to know for certain unless they ask.

Keep your finger on your organisation’s pulse

It's important to measure your organisation's performance with an annual survey such as an Alignment and Engagement Survey, but a pulse survey at key times of the ...

9 ways to a customer’s heart

Our new Profitable Growth Cycle research reveals the importance of engaged and loyal customers for an organisation to achieve profitable growth, even in times of low ...

A different take on our 7 organisational habits research

Over the last few months we've been showcasing our groundbreaking new research into the 7 organisational habits that drive high performance. The Weekend Australian, ...